well, one thing is comparing Kobo's customer service with the ideal customer service we all want, another is comparing Kobo's customer service with that of the competitors. While I do understand from what I read on mobileread that amazon are great with replacing Kindles, when it comes to ebooks my personal experience of dealing with Amazon is rather poor: I bought an awfully formatted book, and complained, and six weeks down the line exactly nothing has happened.
If you look at the brightside, at least Kobo offers a chat where some minor problems can be solved pretty quickly. Sure, all customers services can be improved, and it is definitely right to complain, otherwise they'll never know - but Kobo's CS could be much, much worse!